You may be able to achieve some of what you are looking to do by building "organizations" for your clients.
While it's not automatic, and I believe it should be when someone new registers in SmarterTrack, the organization tool can tie lots of information together, keeping it all in one place, and recognize someone as a member of the organization, linking a new ticket to the client's master database, automatically.
Here's the screen, with the entries, for our own CHICAGONETTECH:
it will track tickets, call logs, chats, surveys, and other data, so long as it matches to one of the criteria in the MEMBER'S screen
Here's an example of the MEMBER'S screen:
Again, it would be very nice for SmarterTrack to automatically request some of this information when someone from a particular company or domain initially creates an account in SmarterTrack.
Hope this helps you keep better track of your tickets!
Here's an example of the TICKET'S screen:
Phone: (224) 444-0169
E-Mail and DNS Security Specialist
Network Security Specialist
Customer Service Portal: https://portal.chicagonettech.com
Security Blog: http://networkbastion.blogspot.com/
Web and E-Mail Hosting, E-Mail Security and Consulting